work in progess
What’s keeping me busy
“
To create a truly exceptional customer experience you need to look beyond the user interface
”
I believe to
create a truly exceptional customer experience you have to change more than a
website or release a new app. To make a real difference, and truly change the relationship a brand has with its customers they need to be prepared to challenge how their business operates and be prepared to transform processes that the customer doesn't see, as what they do
I’m not afraid to
get my hands dirty, whilst at the same time direct teams and make sure we are
really delivering real customer needs that deliver true business value.
My ideal projects involve large scale challenges that need you to think about more than simply
how to make the customer interface look good.
“
Nothing beats putting a working demo in someones hands
”
I'm a dab hand with Axure, and a big fan of rapid prototyping, user testing and what ever else get ideas in-front of real customers, and business stakeholders. Good experience design is so much more than flat pages and the more you can bring the end experience to live, the quicker you can learn and iterate.
Ultimately in a fast paced digital world nothing can beat putting a product live, allowing you to learn and refine the experience based on customers real world usage.
My journey into UX started after I took module about Human Computer
Interaction as
part of my Computer Science degree (BSc) and soon became more interested in the
process of designing the interface as opposed to programming them.
This interest led to a MSc in Human Centred
Systems at City University, where I practiced a mixture of practical techniques
to user centred design, got to grips with behavioural psychology, and delved deep
into eye tracking techniques as part of my dissertation.
Following my masters, I joined LBi now (DigitasLBi) on the UX graduate
scheme, where I still remain today as a User Experience Director, and a member
of the User Experience leadership team.
Working at DigitasLBi
has given me the opportunity to work with some of the worlds leading
brands, on a diverse range projects that range in scale and complexity.
I have created experiences across a wide range of industries, from focused
experience strategies for BT, PlayStations & AstraZeneca to global design
and builds for Virgin Atlantic, and the Renault-Nissan Alliance,
I'm a dab hand with Axure, and a big fan of
rapid prototyping, user testing and what ever else get ideas infront of real
customers, and brings the experience to live, and nothing beats putting something
live where you can learn and refine the experience based on customers real
world usage.
My current role involves managing and directing teams of user experience architects, designers and content strategists across a range of accounts, ensuring exceptional user experiences are delivered for the clients I work with. Alongside project work I am part of the UX department leadership team, which takes responsibility for setting department objectives, initiatives, recruitment activities. and line management and career progression of junior members of the team
Corporate reboot - in progress
Following a recent brand re-launch and repositioning amongst
other pharmaceuticals AstraZeneca has embarked on a 2 year programme to
redefine its corporate sites, at a global and country level. Alongside the redesign
and re-platform of its corporate sites, AstraZeneca are want to produce rich
engaging content to match their new brand position and facilitate a shift in
its brand perception though a audience engagement strategy.
Helios – A global
automotive platform – in progress
A global platform for the Renault Nissan alliance - Renault,
Dacia, Nissan, Datsun and Infiniti .
One
of the largest digital projects of its kind, project Helios involves creating a
single underlying user experience that can be tailored to meet the needs of each brands in the alliance. Although working off a common platform each brand site is enhanced
and differentiated with their own visual identity and brand.
I am directing the experience team, which is compromised of
12 UX's, 12 designers & 4 content strategists, and a full time user researcher. The team
is spread across offices in London and Paris, supporting a development team of
over 100 across London, Paris, Costa Rica, Poland and Vietnam.
Managing and directing teams of user experience architects to ensure exceptional user experiences are delivered for the clients, alongside line management activities, department initiatives and recruitment activities.
Working closely with Healthcare Strategists, User Researchers and Content Strategists we created an experience strategy for a healthcare portal for US healthcare professionals. The experience strategy aimed to demonstrate how AstraZenica can use digital to change their relationship with US healthcare professionals, in the larger changing US healthcare market.
Working directly with the clients in an Agile development environment to create a best in class airline experiences across Virgin Analytics online platforms. I managed the UX and Creative teams as we explored all espects of the customer journey from flight search through to booking management, and worked closely with SEO and Analytics to further optimize the live site. I also worked closely with the account team to identify new opportunities for the account
Responsible for the user experience across several initiatives in the Lloyds Banking Group including an in branch self service Kiosk for Lloyds, Halifax and RBS, along with working across the main banking platforms and commercial offerings
I have also overseen small initiatives for
Capital One
Marks & Spencer
Leading 1-2 initiatives, involving multiple team members from start to finish.
Creating a unified user experience vision across sales and service. Project involved working with BT to create personas, experience principles and the creation of key journeys across the site, covering sales, account servicing and troubleshooting.
Creation of digital vision for a multinational airline, creation of interactive prototypes & release documentation for flights, ancillary sales flows, information content and self-service trip management tools.
Creation of review and management portal for high wealth investors wishing to take more control of their investments with Barclay's wealth and their associated products and services.
I have also overseen small initiatives for
Marks & Spencer
Building on core UX skills, owning medium sized initiatives from planning to delivery, looking after junior UX members.
Redesign of National Grids retail, corporate and professional websites for both UK and US operations, project involved creating tools for energy industry professionals and consumers, and restructuring many desperate sites under one cohesive brand.
A redesign of lloyds.com. Involved the creating a corporate facing site and an external business to business platform providing e-services to the participant of the worlds largest insurance market. Bima 2010 finalist – Financial services
Multiple site improvements to overall user experience resulting in a 34% increase in brochure requests and a 40% increase in appointment requests, across Barratt and David Wilson homes.
I have also worked on projects for
The Conservative Party
Learning the craft creating wireframes, prototypes, site maps,user journeys getting involved in user testing.
Development of the European PlayStation portal user experience strategy, project involved integration of PlayStation network functionality online, the creation of branded interactions, and exploration of future mobile & desktops applications.
Creation of a Knowledge and Insight platform for BT Business customers, allowing BT to engage with their customers as mentors rather than as sales people
Development of the Dresdner Kleinwort Global Intranet creating a platform that allows increased collaboration, knowledge sharing and created a more efficient work flow processes for the employees of the investment bank.
Creation of an interactive prototype to demonstrate a best practice online eShop experience. The prototype was user tested alongside current offerings from T-Mobile, and Vodafone and scored highest in all categories.
I have also worked on projects for
Map of Medicine
Revoo
Multimap
HMV
Figuring it all out.
MSc Human centered systems
BSc Computer Science
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